NatWest Group CEO Paul Thwaite says the bank is making “a transition from simple chatbots to autonomous systems that can execute complex banking workflows on behalf of our customers” – and believes that “many of the building blocks that will make this vision a reality will go live this year.”
A sweeping digital transformation has not all been plain sailing though: "The appropriateness and the level of [systems simplification] ambition... was challenged resulting in a reset of a number of Key Results through a customer lens," its technology committee said in an annual report.
